Measure the On hold timer when the ticket move into on hold state.

[Rakesh Behera]

Hi All,

When a ticket moves to On Hold, there would be a timestamped appear in the case activity stream and

I want to measure the amount on hold time till the ticket sit on the on hold sate.(Format DD:HH:MM:SS).

Thanks in Advance.

@Ankur Bawiskar 

@Jaspal Singh 

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@Pradeep Sharma 

@Allen Andreas 

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@Ravi Chandra_K 

[Riya Verma]

Hi There ,
You can use metric defination and metric instance for the same.
Reference video 

[Rakesh Behera]

Thanks For the reply. I am aware of metric definition but this will not capture in the activity stream. Is there any other way that we can achieve this?

[Riya Verma]

@Rakesh Behera ,

Hope you are doing great.

Metric definition is best to capture these kind of data, and then you can create rule /script to capture in an activity

[Dr Atul G- LNG · Accepted solution]

Hi @Rakesh Behera 

Greetings!!

Metrics is best option to capture these stuff. and from there you need to run a rule to capture that in activity. 

Please mark this response as correct or helpful or the solution accepted if it assisted you with your question.

Regards
Atul G.
Learn N Grow With Atul G